Reliable Support.
Real Continuity.
Eco Outsourcing manages customer conversations on your behalf, ensuring enquiries are handled professionally and consistently without pulling your internal team into constant support work.
UK-led payroll oversight • HMRC-aligned processes • Secure payroll delivery
Eco Outsourcing
Growing enquiry volumes often lead to missed messages and inconsistent support. Eco Outsourcing restores control through structured customer support delivery.
Complete Support Ownership • Controlled support workflows
Eco Outsourcing delivers outsourced customer support services designed to protect brand reputation while removing day-to-day service pressure from internal teams.
Key deliverables
- Single ownership of customer enquiries across all channels
- Consistent tone, responses, and handling standards
- Removal of founders and managers from frontline support
- Clear prioritisation of urgent and high-value enquiries
- Predictable support costs without internal hiring
- Structured knowledge capture for repeat enquiries
- Scalable coverage during launches, promotions, and peaks
- Continuity of support despite staff changes or absences
- Clear visibility of enquiry volumes and trends
- Reliable escalation of complex or sensitive issues
Eliminating Friction in Your Customer Journey
When a query waits 48 hours for a reply, you aren’t just losing a ticket; you’re losing a lifetime customer. Too many UK businesses are struggling with “best-effort” support models that rely on overworked staff using basic tools that no longer fit the scale. By integrating ECO Outsourcing into your customer journey, you eliminate those points of friction. We implement the professional structure and the “customer-first” mentality needed to keep your response times sharp and your brand reputation impeccable.
The problems we solve:
- Inboxes going cold before a human even sees them
- Brand voices that change depending on who replies
- Gaps in coverage during nights and weekends
Who This Service Is Built For
This service is crafted for UK founders, e-commerce managers, and service directors who demand a world-class customer experience but don’t want to be the ones hitting “reply” all day. We step in when the volume of communication starts to compromise your focus. If you are making big-picture decisions but need a partner you can implicitly trust to treat your customers with empathy and precision, we are that partner. We handle the daily interaction grind so you can stay in your zone of genius and steer the business toward its next milestone.
A good fit for:
- E-commerce brands outgrowing their DIY setup
- Tech firms needing a reliable first-line helpdesk
- Startups that need to scale support overnight
- Service companies wanting a human touch for their CX
Is Your Inbox Hindering Your Growth?
Most companies don’t realize they need outsourced customer support help until they are already underwater. You’re answering emails at midnight, your Trustpilot score is dipping, and you’re starting to view customer inquiries as a nuisance rather than an opportunity. When the noise of the helpdesk starts drowning your ability to think strategically, your business is at a tipping point. Use these indicators to see if you have reached the stage where professional outsourcing is the only logical step:
Quick Checks:
- You’re personally clearing support tickets
- Customers wait over 24 hours for replies
- Brand tone changes depending on who responds
- Support feels like noise instead of opportunity
- Growth is limited by communication volume
Omnichannel Ticket Management
We’re all over your email, live chat, and socials. No matter how a customer gets in touch, they get a fast, smart, and actually helpful answer every single time.
Proactive Brand Representation
We don’t just “answer” questions; we reflect your brand values. We work with you to master your specific tone, ensuring every interaction builds brand equity.
Intelligent Data Insights
We’re your eyes and ears on the frontline. We’ll give you the straight talk on what’s bothering people and point out exactly where things can be improved.
Flexible Scale on Demand
When you launch a new product or face a seasonal surge, we expand our support instantly. When things quieten down, we scale back. You pay for the results, not the idle time.
Cultural Alignment
We operate with a deep understanding of UK consumer expectations, ensuring our communication is nuanced, professional, and contextually accurate.
Why ECO Outsourcing
We aren’t a faceless call centre. We’re a partner that actually cares about the conversation, not just clearing tickets. Our goal is to make every customer feel heard, which takes a level of real ownership you just don’t get with standard outsourcing.
Strategic Reporting
We provide transparent dashboards that show you exactly how we are performing, from response times to Net Promoter Scores (NPS).
Absolute Ownership
We don't just "pass on" problems. We take responsibility for the resolution, following through until the customer is satisfied and the ticket is truly closed.
Human-First Intelligence
We use the latest tech to move fast, but we don't let it do the talking. We use tools to stay organized and real people to actually connect with your customers.
GDPR & Data Excellence
Customer privacy is our baseline. We utilize encrypted systems and rigorous compliance protocols to ensure your data is handled with total security.
Results & Outcomes: From Friction to Loyalty
Stop letting a messy inbox define your workday. You didn’t build this company to spend your life in the weeds of basic troubleshooting. We are here to take the pressure off so you can finally feel the freedom that comes with a support desk that runs like clockwork.
UK E-commerce brand we transformed:
A boutique fashion brand was growing 30% year-on-year, but their team was totally swamped. Between returns and "where’s my parcel" emails, they couldn't keep up. Their Trustpilot score tanked to 3.2 because they were basically drowning in DMs during their busiest season.
So, we jumped in.
We took over their entire front-line support, integrated a unified helpdesk across Instagram, Facebook, and Email, and built a comprehensive FAQ database. We also implemented a proactive "order status" update system that cut incoming "where is my order" queries by half within the first month.
The payoff?
In 90 days, their Trustpilot score hit 4.7. The founder got 20 hours of her week back, and they got through Christmas without panic-hiring a single person. It saved them over £12k in recruitment and training costs alone.
OUR CUSTOMER SUPPORT SERVICES
We take care of the entire payroll cycle, from the initial gross-to-net calculations and deductions right through to the final pay run. Each month follows a strict schedule of checks and balances, so there’s no guesswork involved. It’s a structured process designed to do one thing: ensure your people are paid the exact amount they’re owed, exactly when they expect it.
01
Multi-Channel Ticket Resolution
Total management of your helpdesk, whether it's Zendesk, Freshdesk, or Gorgias. We clear the backlog and maintain a "zero inbox" policy for your peace of mind.
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Key deliverables
- Full ownership of helpdesk platforms
- Email, chat, and ticket queue management
- Backlog reduction and response control
- Priority and SLA-based ticket handling
- Daily queue monitoring and resolution
04
Returns & Logistics Coordination
Facing return troubles? We step in, handling each refund hiccup while staying in lockstep with your storage team so buyers always know what's happening. Shipment snags get cleared quietly behind the scenes.
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Key deliverables
- Returns and refund case handling
- Customer updates on delivery status
- Coordination with warehouses or 3PLs
- Issue tracking until resolution
- Clear resolution confirmations
02
Real-Time Live Chat Support
We catch your website visitors while they are ready to buy. Our team handles pre-sales questions and technical hurdles to ensure your conversion rate stays high.
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Key deliverables
- Live website chat coverage
- Pre-sales enquiry handling
- Basic technical and product guidance
- Lead qualification and handover
- Chat transcripts and insights
05
Technical & SaaS Helpdesk
When things go wrong, we guide users through your software, stepping in fast so they stay on track. Tough issues? We hold them until developers are ready, not a moment sooner.
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Key deliverables
- First-line technical support
- Guided troubleshooting workflows
- Ticket escalation to developers
- User follow-ups and status updates
- Resolution documentation
03
Social Media Engagement
We do more than just reply to DMs. We keep a close eye on your comments and mentions too, jumping in to chat with your community and making sure your brand’s reputation stays solid in real-time.
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Key deliverables
- Monitoring of DMs, comments, and mentions
- Timely responses to public and private messages
- Brand-aligned tone and messaging
- Escalation of sensitive interactions
- Engagement tracking and summaries
06
Customer Sentiment Analysis
Solving problems is one thing; figuring out why they happen is better. We don’t just clear tickets; we spot patterns in what people are telling us. When you see the root cause, fixing it becomes easy.
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Key deliverables
- Tagging and categorisation of enquiries
- Trend and volume analysis
- Identification of recurring issues
- Customer feedback summaries
- Actionable insight reporting
Our Happy Clients.
TESTIMONIALS
What Our Clients Are Saying
Frequently Asked Questions
Here is the breakdown of how our support actually works day-to-day. We’ve kept it simple, but if you're wondering about anything specific, just ask.
What is customer support outsourcing?
Think of it as handing the keys to your inbox to someone else. Instead of you or your team wasting half the day on “where’s my parcel” emails, we deal with it. You get to focus on the business; we handle the customers.
What types of customer support can be outsourced?
Basically, anything digital. We’re talking about email threads, live chats, refund headaches, and even those random comments on your Facebook ads. If it’s one of those repetitive tasks that just eats away at your day, we’ve got it covered.
Is customer support outsourcing suitable for UK businesses?
True, particularly when things are picking up speed. That moment arrives when handling everything solo isn’t possible anymore, yet bringing on a large team locally feels way too heavy – both on budget and management effort.
Which industries benefit most from outsourced customer support?
Slowness in responses hits your wallet or reputation? That’s where we step in. Sure, online stores lean on us heavily, yet software services and consultancies do just as much. If delays hurt, it fits. Not at all. You’re still the boss. We set up specific checkpoints where you review the figures and sign them off. We don’t finalise a single thing or send any data to HMRC until you’ve given us the green light.
Can outsourced customer support feel like an in-house team?
That’s the whole point. We don’t do “call centre” vibes. We spend time learning your lingo and your “vibe“ so customers think they’re just talking to someone in your main office.
How does Eco Outsourcing integrate with our existing systems?
Whatever setup you have stays exactly as it is. Using Shopify, Zendesk, or even a group of Gmail? We sign in and start right away. Slipping into your workflow means zero extra tools to figure out.
Do you handle email, live chat, and social media support?
Sure thing. Our job? Keeping your voice consistent, no matter where it shows up – be it a careful message or a heated post online. Each place feels familiar, because each one carries your tone, untouched by the noise around it.
What does the onboarding and handover process look like?
Fast start. After talking through how you reply, we quietly follow along for a short time. Then step in without fuss. Not much noise, just steady work taking over. Easy handoff, nothing forced.
Will we have a dedicated point of contact?
Yes. You get one person who actually knows your business. You won’t be stuck explaining things to a stranger every week; you’ll have someone who just “gets it.”
Can you work alongside our internal support team?
All the time. Usually, we take the 80% of boring, routine questions so your internal experts can focus on the really tricky stuff that needs their specific brainpower.
How do you maintain our brand voice and tone?
We don’t guess. We look at how you’ve talked to people in the past and build a “cheat sheet” from that. If you’re casual, we are too. If you’re strictly professional, we stick to that.
How do you ensure consistent response quality?
We don’t just “fire and forget.” We do spot checks on our own work. If the answer isn’t perfect, we catch it and fix it. We keep things sharp, so you don’t have to.
Do we have visibility in daily support activity?
Total visibility. You can log into the helpdesk at any time and see what we’re saying. We aren’t hiding anything; we want you to be 100% happy with how we’re representing you.
How are urgent or sensitive customer issues handled?
We agree on a “red flag” list on day one. If a real crisis hits or a big client is unhappy, we don’t wing it, we flag it to you immediately so you can make the final call.
What KPIs do you track for outsourced customer support?
Speed matters the most. Did we solve it, truly? Happiness shows in their smile afterward. Praise lands differently when things run smoothly again. Space returns slowly once trust is rebuilt.
Is our customer data secure and GDPR-compliant?
Absolutely, we take it seriously because we have to. We use secure setups and everyone on the team has signed a proper NDA. Your data stays yours, and it stays safe.
Where is customer support delivered from?
We’re based in the UK and run the show from here. We use a global team so we can stay online 24/7 without charging you a fortune, but our UK managers are across everything. They make sure the quality stays exactly where it should be, so your customers get that local feel every time they get in touch.
How is outsourced customer support priced?
We keep it simple, usually a flat monthly fee based on your volume. No hourly clocks ticking and no hidden extras. It makes it much easier for you to budget.
Are there any long-term contracts or hidden fees?
No hidden fees and no being “trapped.” We want you to stay because you like the service. If you aren’t happy, we haven’t done our job.
How do you measure success once support is outsourced?
Success is you getting your weekends back. It’s your Trustpilot score going up and your inbox staying clear while you focus on growth.
How often will we catch up on performance?
We don’t believe in “set and forget.” In the beginning, we’ll probably chat once a week to make sure the tone is hitting the mark. Once things are running smoothly, we can move to a monthly check-in to go over the numbers and see if anything needs to change.
What if I’m not happy with a specific response?
Just tell us. You have total oversight of the inbox, so if you see a reply that feels a bit “off” or isn’t how you’d say it, let us know. We’ll update our cheat sheet immediately, so it doesn’t happen again. We’re fast learners.
Can we change the support instructions on the fly?
Of course. Your business moves fast, and your support needs to keep up. If you launch a new product or change a policy today, just ping us. We’ll update the team and the “knowledge base” so the very next customer gets the new info.
Will you help us identify recurring product issues?
Yes. We don’t just clear tickets; we look for patterns. If ten people complain about the same broken link or a confusing checkout step, we’ll flag it to you immediately so you can fix the root cause instead of just apologizing for it.
Do you provide a summary of the week’s activity?
We can send over a “Friday Snapshot” that breaks down what people were asking about, how many tickets we closed, and any common frustrations. It gives you the pulse of your customer base without you having to read a single email.
What happens if a customer asks something really technical?
We aren’t going to pretend to be engineers if we aren’t. If a question comes in that’s way outside our scope, we tag it and move it to your internal team. We handle the 80% of the routine stuff, so you only must look at the 20% that requires your expertise.
Do you handle refunds or payment disputes?
Yes, but only within the rules you set. We can process standard refunds or look into “where is my money” queries based on your specific policy. If it’s a high-value dispute or something unusual, we’ll flag it for your approval first.
Can you help build out our Help Center or "Self-Serve" page?
Definitely. Because we’re in the trenches every day, we see exactly what’s confusing your customers. We can tell you which five questions are being asked over and over, so you can turn them into an automated “Help Page” and reduce your ticket volume even further.
How do you handle "out of stock" or shipping delay frustrations?
We don’t use generic “we are sorry” templates. We check your live inventory or tracking systems and give the customer a real, honest update. We aim to turn a frustrated customer into a loyal one by being transparent and helpful.
Can you manage your own logins and software permissions?
We prefer to be treated like a regular remote team member. You just set up a seat for us in your existing tools (Shopify, Gorgias, etc.), and we manage our own access. It’s the most secure way and keeps you in full control of your data.
Do you offer 24/7 or weekend support?
Yes, we can. The beauty of our setup is that we can cover the night shift or the weekend rush while you’re offline. It means your customers aren’t waiting until Monday morning for an answer, which is usually when they’re at their most impatient.
What happens during peak seasons like Black Friday?
We plan for it with you. If you know you’re about to get hit with a mountain of holiday queries, we scale up our hours or the size of the team ahead of time. You won’t be left underwater just because your sale was a success.
How do you handle public-facing comments on social media?
We don’t just do “DMs.” We can monitor your public posts on Instagram or Facebook to answer questions or hide spam. It keeps your feed looking professional and ensures that a potential buyer’s question doesn’t go unanswered in public.
Can you support multiple languages?
We primarily work in English, but we can discuss multi-language support depending on your needs. We use a mix of native speakers and high-end tools to make sure the translation doesn’t feel like a bad “robot” job.
Is there a limit to how many tickets you can handle daily?
No hard limit, that’s the point of outsourcing. As your volume grows, we adjust our staffing to match. Whether you have 20 tickets a day or 200, we make sure the response time stays exactly where we agreed it would be.
CONTACT
Grow and Scale Your Business with Us
Eco Outsourcing helps you save time and money by building dedicated support for your business. We streamline operations and connect you with the right talent.